We are a pioneer in shaping our own destiny through technology, innovation and investment. Our Specialist Care Community is dedicated to addressing sensitive situations from internal and external authorities as well as company platforms including voice and messaging channels. They must do this in a timely, professional and caring manner to ensure the best customer experience every time.
The customers you will assist require a higher level of expertise and care. These customers may be facing domestic family abuse, homelessness, incarceration, financial hardship, disability or a range of other vulnerabilities and there may be more than one vulnerability presented.
Key Responsibilities:
* Actively handle and investigate complex complaints received internally or externally in a timely manner to the customers' satisfaction.
* Liaise with key internal and external stakeholders such as representatives of the TIO, NBN, financial counsellors and public trustees' office.
* Develop varying resolutions that meet business and customer needs without compromising the customer experience.
* Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction, retention and to reduce any adverse exposure to Optus whether financial or other.
Requirements:
* Excellent communication skills and ability to understand and articulate issues (written and verbal) with the ability to display an appropriate degree of empathy.
* Experience in handling complex customer inquiries and ability to work under pressure and handle competing priorities.
* Be able to negotiate positive outcomes be team-oriented and able to build positive relationships with others.
* Be confident in handling customers expressing self-harm tendencies employing de-escalation techniques and connecting them with professional help.
Salary: $120,000 - $150,000 per annum
Inclusive paid parental leave up to 14 weeks for the primary caregiver.
All Optus employees have access to resources webinars and support via the 'Parents at Work portal'. Own your own growth by accessing an extensive online and facilitator-led learning catalogue even earn an MBA micro-credential via OptusU (University).
Connect at work through one of our employee-led volunteer groups: Culture Connect Elevate Women Disability Network Express Yourself (LGBTQIA+) United Veterans and Yarn Network.